Contact Strategy Creation

1. Enter a Name and a Description of the contact strategy.

2. Select a Contact Strategy Type from Simple, Advanced, or Callback.

3. Turn the Restrict Multiple Email and SMS switch ON if you want to control sending of multiple Emails and text messages to the same contact.

   Note:

   Turning the switch ON means the application sends only one Email or SMS to a contact for a specific Campaign.

4. Click Next to go to the Select Mode widget.

1. Select a Mode from the dropdown list.

   Note:

   If you do not have a mode that applies to this contact strategy, create a new Mode by clicking the Add button.

2. Use the pop-up time panel to select a Time Range for this contact strategy to be operational.

3. Use the slider to configure the Mode Retries for this contact strategy.

4. Turn the PEWC switch ON to enable PEWC for this contact strategy.

   PEWC or Prior Express Written Consent is a compliance mandating telemarketer to obtain the prior express written consent of the called party for autodialed or prerecorded telemarketing calls to wireless numbers and prerecorded calls to residential landline.

   Note:

   To deliver the contacts, you need to turn the PEWC switch ON for the ADM campaign.

5. If you enable Advanced contact strategy type under Contact Strategy Name, the Transition Retry switch appears. Turn the switch ON to enable the following transition fields for this contact strategy.

   1. Use the Transition Attempts slider to fix the number of transition attempts for this contact strategy.

   2. Use the Transition Duration (Days) slider to set the number of transition days for this contact strategy.

6. For Retain Mode Retries while switches to Callback switch, perform the following steps:

   1. In the ON position, the remaining retries for this mode is retained when the contact switches to a Callback Strategy.

   2. In the OFF position, the retries count is initialized to zero when the contact switches to a Callback Strategy.

7. Click Previous to go to the previous screen at any time.

8. Click Next.

The Telephony Outcomes widget contains the Outcomes list. Here, you can configure the contact strategy for each outcome listed in the grid.

1. Use the Search box to search any specific outcome.

2. Click Outcomes in the header row to sort the outcomes in an ascending or a descending order.

3. Click the required row to make the required changes and modify the details. All rows are loaded with default values

4. From the number panel, select the Reschedule Time (D:H:M) for the call to be rescheduled for this outcome.

5. From the number panel, select the Max Retry for this outcome.

   Note:

   This is applicable only for Advanced or Callback contact strategies.

6. From the number panel, select a Priority for this outcome. The application delivers contacts to the dialer based on high priority.

7. From the number panel, select a Lead Score for this Outcome.

   Lead Score - Lead Score helps in identifying the most prospective customer to be reached out from a campaign. This score is available as part of Contact Selection Strategy and can be set at the time of upload or wrap up, while defining the Business or  Telephony Outcome.

8. Select a Branch Mode an alternate mode to reach the contact.

   Note:

   This is applicable only for Advanced or Callback contact strategies.

9. Select the Retain PCB checkbox if the same Agent services the customer in a callback.

   Note:

   This is applicable only for Callback Contact Strategy.

10. Select the Close Contact checkbox if you want to close the contact based on this outcome.

11. Select the Remove Mode checkbox if you want to remove the mode for a combination of contact strategy and outcome.

12. Click PREVIOUS to go to the previous screen at any time.

13. Click SAVE AND ADD ANOTHER MODE to save the contact strategy.

14. Click SAVE to complete configuring the contact strategy.